NICE CXone.
We use NICE CXone to provide our customers with call center solution programs, their IVRs for incoming calls, their outbound campaigns, …
Starting at $71 per month per user
View PricingOverview
What is NICE CXone?
NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), interactive voice response (IVR) system, feedback management, and interaction analytics.
Recent Reviews
How NICE CXone Differs From Its Competitors
Awards
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Popular Features
- Agent dashboard (527)8.787%
- Warm transfer (500)8.585%
- Call tracking (481)8.484%
- Inbound call routing (485)7.979%
Reviewer Pros & Cons
Pricing
Digital Agent
$71
Cloud
per month per user
Voice Agent
$94
Cloud
per month per user
Omnichannel Agent
$110
Cloud
per month per user
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.nice.com/websites/pricing/
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $71 per month per user
Product Demos
NICE | Show Me the Demo
www.nice.com
Features
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Product Details
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- Tech Details
- Downloadables
- FAQs
What is NICE CXone?
NICE CXone empowers brands to deliver the ultimate customer experience on one interaction-centric platform with rich CX capabilities and an AI purpose-built for CX.
NICE
CXone is a cloud platform with native applications for ACD/IVR, omnichannel
routing, workforce engagement management, knowledge management, digital and
self-service channels, interaction analytics, and AI models for automation and
continuous improvement.
With
NICE CXone, organizations can orchestrate every type of interaction—from voice
and digital messaging to chatbots and social media—and deliver AI-driven
experiences with Enlighten, proprietary AI developed specifically to optimize
CX.
NICE CXone Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
- Supported: Communications forecasting
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Video channel
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Screen-share
- Supported: Social media channels
- Supported: Mobile applications
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
NICE CXone Screenshots
NICE CXone Video
NICE CXone Integrations
NICE CXone Competitors
NICE CXone Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Mac |
| Mobile Application | Apple iOS, Android |
| Supported Countries | North America, Latin America, Asia, Australia/New Zealand, UK & Ireland, Europe, Middle East, Africa |
| Supported Languages | Bulgarian, Chinese Simplified, Chinese Traditional, Croatian, Czech, Danish, Dutch, English, Egyptian Arabic, French, German, Greek, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Romanian, Russian, Saudi Arabic, Spanish, Swedish, Thai |
NICE CXone Downloadables
Frequently Asked Questions
NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), interactive voice response (IVR) system, feedback management, and interaction analytics.
NICE CXone starts at $71.
Reviewers rate CRM software integration highest, with a score of 9.3.
The most common users of NICE CXone are from Enterprises (1,001+ employees).
Comparisons
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Reviews and Ratings
(830)Attribute Ratings
Reviews
(376-400 of 578)Companies can't remove reviews or game the system. Here's why
October 21, 2020
A NICEr life thanks to inContact!
- NICE inContact CXone has time alerts/reminders so you'll always be on time for your activities!
- Whatever upcoming events you have with the company will reflect in there in advance so you don't miss them: time off, vacations, meetings, training, etc.
- On NICE you'll always find very detailed information about what you have to do, for example, if you have a training, your team can access details about what it is about or where it is going to take place!
- It's a bit irritating that it logs you out very easily, so you have to re-fill your info at least 5 times a day, or how ever many times you have to check it!
- It'd be great if it had a sound or ring tone for when an activity is upcoming. Sometimes because of how busy agents are, the pop-up is not enough.
October 20, 2020
NICE inContact is nice!
- It helps route calls very well.
- It is good for handling breaks and scheduling as well as time to work.
- It is good for tracking what is currently being worked on.
- Integrates well with our ITSM system.
- When in a chat you cannot also make an outgoing call.
- You cannot take multiple chats at once.
- The breaks do not have an option for a pop-up.
October 19, 2020
NICE inContact CXone Review
- Call recording
- Prebuilt reports and dashboards
- Workforce intelligence
- Customizable IVR system
- Isolate call duration from waiting time
- Written transcript of the call
October 19, 2020
A NICE System
- It provides updates about the issues.
- It has many features.
- Has great quality.
- Connection issues
- There are times that it crashes.
- There are sound quality issues.
October 18, 2020
NICE inContact CXone Review
- Easy to use interface
- Ability to create customer reporting
- Multiple tools for management purposes
- More filters to use when searching through call history
- Redial button should always be available after a call drops
- There should be a longer wait for agents to input notes.
October 18, 2020
Outages are a significant issue in a call center.
- It connects phone calls.
- You can take notes on your call.
- You can transfer within the system.
- We experience outages with too much frequency.
- Call notes fail to save.
- The system seems to have trouble communicating with Salesforce at times.
October 18, 2020
Not half bad
- Password resets are quick and easy.
- Pretty lightweight interface
- Connected calls efficiently.
- The website will timeout frequently even while I am using the plugin.
- Passwords reset with no warning.
- Needs a full dark mode.
October 18, 2020
Good, Better, and NICE inContact CXone Review
- Easy to learn
- Easy to use
- Easy to track productivity
- Provide a dark option
- Be able to paste a number and then call that number
- Find past calls easily made by the user
October 18, 2020
inContact is really NICE.
- Dispositioning calls
- Tech support response time
- It's pretty easy to change
- Easy to use
- Any area code numbers
- Monitoring
- Predictive dialer
- DNC or scripts lists
- Transferring calls
- Hanging calls up will get stuck sometimes
October 16, 2020
Good, but room for improvement.
- Record calls
- Display phone numbers so that we can find the customer before the call even starts
- Allow us to disposition and keep track of calls
- It would be nice if I could locate the day's call record
- If the contacts list were alphabetized and shorter; there are a lot of departments duplicated or listed that we don't even use.
- If the dispositions were more clear.
October 16, 2020
NICE InContact Review
- Conference Calls
- Cold/Warm Transfers
- Schedule Calls
- Transferred calls leave you in "System Outage" Code
- Program drops connection sometimes
- Remembering the phone number when launching the application
October 16, 2020
NICE inContact CXone Review
- Establish communication with CXone
- Easy communication with the clients
- Easy display
- Different utilities
- I have had problems synchronizing CXone sometimes.
- It takes a while to start the program.
- It can get slow.
October 16, 2020
Solid phone platform with excellent Salesforce integration
- Easy, customizable dashboards
- Salesforce integration
- Intuitive call tools
- Reports need to be easier to build and customize
- Need more call controls from dashboard
October 16, 2020
Good alternative phone system
- Gives you a visual of the representatives currently logged in
- Allows you to see an overall picture of productivity
- When calling someone within the company, it would be nice not to have to hit accept in order to connect.
October 16, 2020
Great product!
- Flagging call issues
- Handling call flow
- Enabling remote work
- Call history data
October 16, 2020
Easy call monitoring and reporting
- Individual agent scripts or screens - Helps changes scripts and skills of agents in more quick manner.
- Automatic call back for consumers helps consumers schedule a callback.
- Customized Reports can be created depending on the requirement and demands of the client.
- Being cloud platform there are no limits to create and store data which helps in various reporting purpose.
- Saving personal or custom configurations should have easier GUI.
- Purchasing or creating specific reports is much more difficult than it should be.
- Dashboards are used frequently, having more flexibility with the placement and size of each dashboard widget would be helpful, and those changes should be saved to save more time logging in next time.
- Pre-built reports should have more variation since creating basic reports take time and needs to be validated before published.
October 16, 2020
Very Comprehensive just takes some adjusting
- The Agent Reports are clear and concise, how many calls length and last call, etc.
- The drop downs for the phone states are easy to use switching from one state to the next is important in this line of work.
- The display is great being able to set accessibility features to make it easier to view is extremely useful.
- Need uniformity if I am looking for Financial Planning, I would like to be able to put in Planning and still pull the information. Currently it works with some functions and not others.
- Ability to schedule events (it's here but not sure my company subscribes to that feature).
- The ability to set it as a side bar and keep the size from changing when a call comes through. I set the screen up daily and NICE is the only system they overlaps others screens when a call comes through and I have to constantly adjust it.
October 16, 2020
A daily user's nice review for NICE
- The interface is easy to navigate and easy on the eyes.
- You are able to see how long you have been on available, working a call, or unavailable - which is helpful for tracking your daily productivity.
- You can see the current status of your colleagues, which is helpful when you need to transfer a call to someone else.
- Unable to transfer a call to a colleague's voicemail when they have logged out.
- Sometimes the functions stop working and I can't make a call. The application will glitch out and I have to restart it to make calls again.
- It would be nice if we could see each person's personal extension, and not just their phone number.
October 16, 2020
Help You Help Them
- IVR allows for increased customer service efficiency and first contact resolution.
- Workforce Management features to compare agent behavior and make staffing decisions.
- Cloud-Based system allows for remote access and the call recording feature to maintain compliance.
- The MAX interface is not as end-user friendly as the previous ThinAgent. It sometimes is difficult to consult and then disconnect without hanging up on taxpayer.
- Technical Issues with number of rings before refused call status.
- Not able to browse call history past most recent log in. Would be nice to be able to pull from an archive.
October 16, 2020
My NICE inContact CXone Review
- This tool is very handy and useful for quick skill changes and managing a high number of skills in business.
- You can use it from an open network and it's web-based.
- It's easy to use for anyone.
- Its help section is easy to access and works accordingly.
- It is very user friendly.
- It should allow real-time skill changes at the campaign level.
- Supervisor dashboard could be more user friendly.
- It should have easy to use scripts for real-time skill changes.
October 16, 2020
Great tool to get the job done
- Easy to use.
- Easy to get support.
- One of the issues that we found that could be improved is the historical report settings. When looking at the Contact History in the Prebuilt report section, the team alignment changes to the team the agent is aligned to today and not at the time of the call. This is a break in the system in my own opinion.
- When exporting calls that are not part of the data downloads limited to 56 pages.
- Depending on your volume unable to export the calls of a specific team for the day. This is limited to 56 pages. This limitation causes the company to have to create custom reports that have to be created at a cost.
October 16, 2020
NICE inContact CXone Review
- Reporting
- Management
- Uptimes
- Connectivity issues at times between client and applications
- At times, the interface for the current call queue can be glitchy.
- Users at times get stuck in the queue.
October 16, 2020
I used it daily!
- Retrieving data
- Listening to agents
- Keeping track of agents' daily activities
- Crashes
- It freezes often.
- At times, it seems a bit outdated compared to Salesforce.
October 16, 2020
My NICE inContact CXone Review
- Leading cloud-presence platform that tracks all employees
- Manages all our voice services
- Allows employees to choose between using a phone or using the integrated soft phone
- Allows employee to call back dropped calls
- Easier ability to make necessary outgoing calls
October 15, 2020
inContact Call Management System
- Looks up client accounts
- Attaches contacts to client cases
- Manages available statuses
- Tracks call times and user statuses
- Does not allow users to leave notes while logging a contact, a separate case must be created
- Connectivity issues